OTRS Key User Training

Get your OTRS users up to speed quickly with OTRS Key User Training. OTRS provides service agents a multitude of utilities and automated processes to support them in their daily tasks.  This 1 day training gives users the foundation needed to understand and use OTRS Help Desk.

Training content:

  • Basics of using OTRS (queues, agents, customers, tickets, articles, owner/responsible, status, lock, priority, escalations, ticket types, services, SLAs)
  • Introduction to agent and customer frontend, using various ticket interfaces
  • Typical life cycle of a ticket
  • Using templates and automated text modules
  • Deploying text modules and data
  • Working with queues and workflows
  • Using the knowledge database

Recommended prerequisites:

  • Proficiency in using a web browser
  • Experience working with email clients (MS Outlook, Gmail, Lotus Notes, etc.)